Business Profile

Internet Services

NETGEAR

Headquarters

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Complaints

This profile includes complaints for NETGEAR's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

431 total complaints in the last 3 years.
76 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/27/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 4th, 2024 I purchased a Netgear Nighthawk from Best Buy Arrowhead *******. I had a connection problem and issued a ticket with Netgear. This was 3 months ago.Tickets opened with Netgear: ******** and ******** and ******** Because the Nighthawk was defective I went to Best Buy to return it. They laughed and said they do NOT refund Netgear items, you have to deal with Netgear. I called Netgear and the lady service rep registered my Nighthawk, saying Tech Support had to issue an OK for a refund. Every other day I get an 'Update' email saying this has been referred to upper management for a resolution.Three months I had internet problems, connections up and down, even causing solar problems with no connections. I called *** communications and a tech support guy came and added a cable to put the router/modem closer to the pc. Still no connection, a 2nd tech support guy came and checked everything out --- still no connection. I took my pc to Data Doctors and their connection with their equipment was great. These steps proved the problem is my Nighthawk.This item is only $210 I want refunded, if this was a very high dollar item I could understand the delay, but this is getting ridiculous. What does upper management care about $210.75, they are not understanding that we peons pay their high employee salaries.Netgear return policy says 'If you did not purchase your merchandise from NETGEAR.com, we cannot process your return please contact the seller for return information.' The seller - Best Buy said they wanted nothing to do with it.So, what do I do now, shall I return the defective Nighthawk to Netgear, do I shove it in a cupboard and forget about it, or do I continue to wait on a result from upper management.
Business Response
Date: 06/29/2024
Hi *************************,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Advertising Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback.

We reviewed your account, and we apologize for the inconvenience that you have experienced.

NETGEAR, as the manufacturer, offers a limited liability warranty, whereby a replacement is provided in the event of a product defect or failure. NETGEAR generally does not give refunds (or offer product upgrades), as refunds will come from the place of purchase.

We have the approval to proceed with your refund request related to case ********. Kindly comply with the requirements.

We appreciate your patience.

Yours in Service,

******************
************* Advocate
**********************
Customer Answer
Date: 06/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:06/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
You cannot trust what Netgear support promises you!On or about 6-16-2024 NETGEAR Support Case # ******** I was advised by Netgear tech support that if I purchased an RAX80 router for $100 that it was a great deal and my existing pro support warranty for my RAX50v2 would be transferable to my replacement router after I provided proof of purchase and registered the product. It was clear that I was not purchasing a new product.On 6-18-2024 NETGEAR Support Case # ******** I was advised that they would not honor the promise of their agent because pro support was only available for product purchased from authorized resellers or a replacement.Instead of transferring my pro support warranty that I had previously purchased for my RAX50v2 (which I still own) they (without my permission) cancelled my warranty and refunded my money.They continue to refuse to honor the promise made by their agent and state repeatedly: "We are sorry for the misinformation provided to you.Your proof of purchase says that the device was purchased from an unauthorized reseller, therefore, no warranty is available.Per ProSuport's terms and conditions, "The Extended Warranty and Extended Warranty and Support plans only apply to supported NETGEAR products purchased from an authorized NETGEAR reseller. Available to any new or existing customers within 120 days of product purchase."At the same time they are sending me these lies their website is offering me a pro support warranty for my now registered RAX80 router for $100 of which I took a screenshot.I believe that this rises to the legal definition of fraud. With this level of corruption and dishonesty I doubt that I am the only Georgia citizen that they are defrauding. Netgear should honor their original promise to me and fire the liars involved. Netgear should be investigated for other false and misleading advertising and fraud.
Business Response
Date: 06/29/2024
Hi ***********************,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the repair issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback.

We reviewed your account and confirmed that the Nighthawk AX6000 AX8 8-Stream Wi-Fi Router (RAX80) SN: 5G079A78A095E was purchased from an unauthorized reseller ******* which we denied transferring the ProSupport for Home Extended Warranty of the Nighthawk AX6 AX5400 Wi-Fi Router (RAX50v2) SN: 7C11337WD25AF. Rest assured that the RAX50v2 has an activated warranty contract that will end on 8/20/2024 with contract # ********.

We also noticed that the Nighthawk AX8 AX6000 8-Stream Wi-Fi 6 Mesh Extender (EAX80), SN: 5X44137VA0D26, has a ProSupport: Extended Warranty and Support started on 6/27/2024. Kindly submit a valid proof of purchase for this unit to validate its warranty.

We acknowledged your complaint from the support team and experts who handled your issue, and it was recommended for review. At this time, we cannot ***** the transfer of the warranty to a unit purchased from unauthorized reseller.

We apologize for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
**********************
Customer Answer
Date: 06/30/2024

Complaint: 21904958

I am rejecting this response because: They totally ignored the promise made by their support **** to transfer the warranty if I purchased the new device. They are lying and completely ignoring the substance of the complaint. One part of Netgear is offering and selling pro support warranties while these incompetent clowns are refusing to honor the commitments of their personnel and their advertising. We are talking false advertising, and blatant misrepresentation and lying.

Sincerely,

***********************
Business Response
Date: 07/03/2024
Hi ***********************,
We appreciated your comment and acknowledged your feedback.
We would like to inform you that the warranty applies to any NETGEAR products you have purchased from an authorized NETGEAR reseller.
Our policy is to offer product warranties and to perform services only on products purchased from an authorized NETGEAR reseller and only accompanied by a receipt or proof of purchase. If you purchase a NETGEAR product from an unauthorized reseller or if the original factory serial number has been removed, defaced, or altered, this NETGEAR warranty will not be valid.
We regret to inform you that we cannot ***** your request to transfer the warranty of the RAX50v2 to the unit RAX80, which was purchased from an unauthorized reseller (eBay).
Yours in *************************************************** Advocate
**********************

Customer Answer
Date: 07/03/2024

Complaint: 21904958

I am rejecting this response because: They show open contempt for the BBB by ignoring most of the issues listed in my original complaint. Including the promise made to me by their support **** to encourage me to purchase a RAX80 that they now refuse to honor that my warranty would be transferred. In addition they cancelled my existing prosupport warranty on my RAX50v2 that was sent to me directly from Netgear without my permission. The incompetence is astounding but inexcusable because of their malice and false misleading advertising.
They are also engaging in false advertising by selling warranties and collecting money for warranties that they now claim that they have no intention to honor. There is no specification in their advertising to sell warranties that a product must meet any criteria. In the time since my complaint their website offered me an extended pro support warranty on my EAX80 which I purchased on eBay. I accepted their offer purchased a two year pro support warranty and my nighthawk app shows it to be valid. Photo attached.
While this might appear to be simple incompetence the malice and continuing false advertising makes it inexcusable. They cancelled without my permission an existing prosupport warranty on my RAX50v2 that WAS SENT TO ME BY NETGEAR.
It is obvious that they are not taking the BBB seriously as they only offer boilerplate and fail to address any aspect of my complaint

Sincerely,

***********************
Initial Complaint
Date:06/18/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Company made update to router firmware that caused software issue. Software issue is well known because there are many complaints online. To fixed the problem, the company requires a subscription for $169.00 and no other means to fix issue.
Business Response
Date: 06/19/2024
Hi ********,

I hope you are well. My name is ****** from the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding Contract Issues. I would first like to thank you for your feedback.

I have personally taken the time to review your concern and I can see that your NETGEAR Nighthawk X6 AC3200 Smart WiFi Router(R8000)
already out of warranty since 11/28/2019. Please be advised that New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support.

******************************************************

Since the warranty entitlement of your product expired, our support team had to say that we can no longer offer support and replacement of the product, and to provide support they need to offer an available extended support warranty. As a courtesy, we will provide you with one-time ***** support to check your device but no replacement.

Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback details.

* Preferred Contact number
* Date
* Best time frame (please include Time Zone)

Thank you for your understanding and have a great day!

Regards,

****************
************* Advocate
**********************
Initial Complaint
Date:06/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased more than one Netgear product in the past and never had issues. I have also referred multiple people to Netgear for that reason as I thought their products were highly reliable and trustworthy but my product stopped working. I paid well over $100 for it on Amazon I did all their troubleshooting it does nothing it has no lights. It is absolutely dead. I'm 100% disabled veteran and first responder that has had multiple surgeries over a short period of time, this device helps run my security cameras as hearing I called the company and they basically told me I needed to go buy a new one. I don't have another hundred and something dollars to buy another one. It took me long enough to get this one actually set up and running . I'm heartbroken and devastated that now. I don't have a working router and again don't have $100 to purchase another one I believe I'm gonna contact Amazon and advise them that I really don't recommend that Amazon should be selling their products due to the lack of customer support. I was told sometime next week somebody will call me back , but I think they should stand behind their product and the product should not be totally dead.
Business Response
Date: 06/17/2024
Dear ***************************,

I hope you are well. My name is ****** from the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding Service Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your concern and I can see that you contacted our technical support team on 6/15/2024 (Case#********). Please be advised that New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support.

******************************************************

Since the warranty entitlement of your product expired last 07/23/2023, our support team had to say that we can no longer offer support and replacement of the product. As a courtesy, we will provide you with one-time ***** support to check your device but no replacement.

Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback details.

* Preferred Contact number
* Date
* Best time frame (please include Time Zone)

Thank you for your understanding and have a great day!

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 06/17/2024

Complaint: 21856809

I am rejecting this response because: they already did all the troubleshooting on the device. It's totally dead. I've tried different plugs. I've tried a different cord. I have multiple devices of yours and have recommended your company to multiple people. This device is much newer than my other. It should not be dead no other device that had any issues I'm heartbroken. I'm recovering from four surgeries and cannot afford a new device that cost over $100. I'm going to reach out to Amazon and suggest that they don't sell this particular product that it must be defective. it's put me in a bad position. I don't have the money to replace it. I'm 100% disabled Vet and firefighter. I donate a lot of time to the community and I could really use a hand up.************ i've did troubleshooting with two people I didn't help the device is totally dead

Sincerely,

***************************
Business Response
Date: 06/19/2024
Dear ***************************,

This is to acknowledge your response.

It clearly states on your provided order confirmation from Amazon that your product was purchased way back in July 2022. It's been almost a year since the hardware warranty expired. However, we acknowledge your situation, what I'm going to do is to request a one-time complimentary replacement directly to our management. There's no guarantee that this will be approved because of the current state of the product warranty.

We will have management review your request and update you in 24 to 48 hours.

We appreciate your patience.

Kind ************************************************* Advocate
**********************
Initial Complaint
Date:06/14/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged by netgear for a subscription that I did not agree to or sign up for. I signed up for parental controls and paid that. I was then charged for armour security and was promised a refund by the tech support person from netgear. The charge was may 5. My credit card statement came and I made the call asap to netgear to resolve. The support person assured me a would receive a refund within 3-5 days and had to tell me even where it was because guess what its not under subscriptions. Netgear is now refusing to refund me the 109$ and is going back against a promise made. Im not asking for a refund on anything other than the armour whatever its called that I didnt agree to. I also never received an email even confirming a purchase. This is unacceptable and poor customer service going back on a commitment made #1 and #2 not even sending a receipt or anything in may! Or letting me know I would be charged. Netgear case number ********.
Business Response
Date: 06/15/2024
Hi ********,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Refund Or Exchange Issues. I would first like to thank you for your feedback.

We reviewed your account and processed a refund amounting to $109.74. This will be reflected in your account in 37 business days. We have also canceled the Armor Security contract, so you will no longer be charged.

We apologize for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
**********************
Customer Answer
Date: 06/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:06/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased Netgear CM2000 as it stated the speeds I could go up to are 2.5 Gbps. I pay for 1 ************ and am only getting 700 mbps. Also xfinity told me that this modem is not compatible with the purchased speeds. I am confused because the netgear agent told me that it was and Xfinity tells me it isn't.
Business Response
Date: 06/15/2024
Hi ********,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Guarantee Or Warranty Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback.

The Nighthawk 2.5Gbps Internet Speed Cable Modem works with US Cable Internet Providers Xfinity from ******** Spectrum, ***, and more (not compatible with cable-bundled voice services). We apologize for the confusion, and thus we referred your speed issue concern to a higher-level tier of technical support. Please keep your phone line open and check your email for any follow-up.

We appreciate your patience.

Yours in Service,

******************
************* Advocate
**********************
Customer Answer
Date: 06/15/2024

Complaint: 21845528

I am rejecting this response because: I returned it to the store and bought a different brand. Rude customer service, very condisending too. Can't work with a company that doesn't wanna work with me and just want to argue.

Sincerely,

***************************
Initial Complaint
Date:06/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Meural art frame (which NETGEAR that connects to the internet to download curated ******** this service, I make annual payments to NETGEAR for this device since 2017. This year they charged me twice, $49.95 and $69.95 via automatic renewal. I discovered that they did the same in 2023. I have only ever had one 'canvas' with one unique serial ***************************** does not have the most intuitive online interface and I contacted them about the additional charge. A gentleman named ***** from the NETGEAR ************* Team told me I had 2 active Meural subscriptions in my account with the following details.Meural Annual Membership Contract Number: ******** Contract Start Date: 3/13/2022 Contract End Date: 3/11/2025 Meural Annual Membership Contract Number: ******** Contract Start Date: 1/16/2019 Contract End Date: 1/15/2025 From that information - I now see that this has actually been likely occurring since 2022. What I can't understand is how this computer based business doesn't have the technology to see duplicate contracts for the same serial number. Also, this scheme involved two price points. In all honesty, it is unclear to me if I made a duplicate account or if this was initially an error on their billing. Again, the customer interface is not intuitive and the platform for the Meural app to manipulate the canvas is archaic.I asked for refunds on one of the two subscriptions for 2023 and 2024 since it is clear I paid twice for the same Meural canvas. **************** refused to refund 2023 and only refunded 2024. I then recommended a credit for 2023 if a refund was not feasible - which was also denied. I do acknowledge that the refund for 2024 was for the higher amount of $69.95.I've accepted that I won't likely resolve 2023. But I want this complaint on the record. I feel that this unfair practice does not likely include only me, but many other customers.
Business Response
Date: 06/15/2024
Hi ******,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Refund Or Exchange Issues. I would first like to thank you for your feedback.

We reviewed your account, and it is confirmed that you purchased the Meural Annual Membership on 1/16/2020 under the automatic renewal. However, you again purchased the same contract on 3/13/2022. We apologize if the system did not recognize the duplicate contract in your account. That is why we always recommend that our customers access their account via ***************************** or the Meural app to manage their subscription.

We have now processed a refund amounting to $69.95 for the 2022 charge and $69.95 for the ****************************************************** 37 business days. Please know that we have now disabled the autorenewal on the canceled contract and keeping the other Meural Membership activated with contract 02491507.

We apologize for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
**********************
Initial Complaint
Date:06/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We use a Netgear Orbi WiFi router system in our home. It has worked well up until yesterday afternoon (6/9/2024) when the Orbi app on my phone required a firmware update. Less than 12 hours after this update, our Orbi system has crashed our internet abilities in our home. I contacted the Netgear customer service tech support hotline only to find out that they could see my system needs different configurations that they can easily fix for me but only if I pay them $179 for a 3-year service contract, or $99 for a 1-year service contract. I cant help but feel like this is extortion when their firmware update seems to be the exact cause behind our system being on different configurations now and no longer working. It should be illegal for them to crash a system and only fix it if we pay them $180. I would like to know if other Netgear Orbi customers are facing similar issues and if there is any legal action that can be taken. Thank you in advance.
Business Response
Date: 06/14/2024
Dear *********************************,

I hope you are well. My name is ****** from the NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Service Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your concern and I can see that you contacted our technical support team on 6/10/2024 (Case#********). Please be advised that New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support.

******************************************************

Since the Support warranty entitlement of your product expired on 04/09/2023, our support team had to offer our available extended support warranty to be able to conduct configuration assistance on your product. As a courtesy, we will provide you with one-time ***** support to check your device.

Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback details.

* Preferred Contact number
* Date
* Best time frame (please include Time Zone)

Thank you for your understanding and have a great day!

Regards,

****************
************* Advocate
**********************
Initial Complaint
Date:06/06/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So I had a Netgear nighthawk router that was running slow. I contacted Netgear and they told me that they could not fix the problem unless I purchased the gear head subscription. So I purchased the subscription for *****. I then called them back and they transferred me to a gear head technician and his response is we can't help you, buy a new router. I immediately asked for a refund and they said I would get a refund in 5 to 7 days from May 15th 2024. Since then I have been in contact with them several times , 1 St time they said it was put into escalation, second time they said it was in escalation, 3rd time they said the approved the refund but my bank denied it which is a lie. The people I have been talking to seem to be from a call center in *****. I contacted pay pal since I paid via pay pal and pay *** denied my refund. Merchant order id ********************************* Transaction ID: ***************** I provided screenshots of what was charged in my PayPal.I also emailed ********************************** ************* and no response I have also called this number several times:************** And **************
Business Response
Date: 06/09/2024
Hi ****,

I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Refund Or Exchange Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback.

A ProSupport - *************** Services subscriber who has not used the entitled services may choose to unsubscribe from the plan and receive a full refund within 30 days of the subscription. Beyond that period, the subscription is not refundable. However, if the services have been used, NETGEAR will deduct an amount proportional to the usage, amounting to $49.99 (number of incidents multiplied by the ongoing pay per-incident rate), and refund the balance amount.

We understand you are now requesting into getting a refund of your ProSupport - *************** Services, we will raise your concern with the higher management and I apologize for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
**********************

Customer Answer
Date: 06/09/2024

Complaint: 21812271

I am rejecting this response because:
Netgear has told me the same thing since May 16th and I am yet to get a refund. I would like my refund immediately as I have given the company ample time to sort this case out. I have been getting the run around for weeks. I am owed the full ***** refund as the service was not used.

Sincerely,

*************************
Business Response
Date: 06/15/2024
Hi ****,
We have raised your concern and are waiting for approval from the higher management for a refund. I'll send you an update related to case number 48312234.

We apologize for the inconvenience that you have experienced.

Yours in *************************************************** Advocate
**********************
Initial Complaint
Date:05/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a netgear ext router. I use to have a netgear router but it stopped working and I bought a new router I am trying to connect the router and the ext router together. I called yesterday and was given instructions and a case number ********. Today I received a call and I told the man that it did not work we went over the troubleshooting steps but the man acted like he was not listening to what I was telling him. He was focused on what the computer said and not what I am saying I asked him questions and I never received the answers. I am telling him what I see on the screen and he acts as if this is not what I see. Can't pass the page because the next button. I got so frustrated I asked to speak to a supervisor then I just hung up. I called back and got stuck on the same screen frustrated to the core. The man is telling me this is not the screen I should be on however it it the screen. He is saying put in the password and I am telling him that its not asking for a password asking for a key. Can not get passed that screen. I ask for his name and he disconnects the call. I need assistance. I am supposed to have tech support and the people you hire do not listen to the people on the other end. Can't respond to questions and are very condescending. I need someone to contact me ASAP
Business Response
Date: 05/25/2024
Dear ***********************,

I hope you are well. My name is ****** from the NETGEAR ************* Team. We understand from your recent correspondence that you have submitted a complaint regarding the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback.

We have personally taken the time to review your concern and we can see that you have an ongoing support case#********. Your ***#******* (Return Merchandise Authorization) has been created to replace your product. However, you need to complete the *** using the encrypted link we sent and this process requires credit card details for shipping costs and as collateral if you do not return the faulty unit within 10 business days. We can select the standard swap exchange option if you prefer not to use your credit card or pay the shipping cost.

This option allows you to return the defective unit to the *** fulfillment center at your own expense. As soon as the fulfillment center receives the defective product, a replacement unit is shipped out within one business day via ground services.

Please note that Return shipping is prepaid by the customer according to our warranty return policy: *****************************************************************

Please let us know how you wish to proceed.

Sincerely,

****************
************* Advocate
**********************
Customer Answer
Date: 05/26/2024

Complaint: 21746989

I am rejecting this response because: I am not paying for anything. I should not have to pay for anything. There is NOTHING wrong with my equipment. My equipment is working fine. Your technical support just does not know how to pass the one screen. They refuse to listen to the customer and I am not paying for anything. I will gladly send you my receipt and you can refund me for this equipment I have bought less than 45 days ago that was working fine until I got a router. But I'm not paying for anything to be sent to me. I was NOT informed of me paying anything and I'm not gonna pay for anything. If it is an equipment issue then you need to replace the equipment I bought it less than ***************************************************************** instead of sending messages thru BBB

Sincerely,

***********************
Business Response
Date: 05/30/2024
Dear ***********************,

This is to acknowledge your response.

As we have discussed in case#********, if the unit is not defective as you confirmed, then there's no need for replacement. The replacement is the manufacturer's responsibility for its hardware warranty if the product is defective. If the product is completely fine and working, then we don't have to replace it.

The credit card is needed for collateral purposes, collateral is in case you fail to return the faulty unit within 10 business days that's the time that we will charge you with the product market value.

The Standard Swap Exchange is the only option if you don't have a credit card. As stated in our Warranty Return Policy; Return shipping is prepaid by the customer.

The replacement has not yet been sent to you because your RMA is still pending which requires the aforementioned.

One of our technical support team members will call you and help you set up the product as requested.

Thank you for choosing NETGEAR and have a great day!

Sincerely,

****************
Customer Care Advocate
**********************
Customer Answer
Date: 05/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Finally spoke to someone that knew what they were doing.

Sincerely,

***********************

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